SHIPPING AND DELIVERY POLICY

1. SHIPPING AVAILABILITY

We ship orders to serviceable postal addresses supported by our courier and logistics partners.

The availability of delivery to a particular location will be determined using the postal identification number, postcode, country, region or address entered by the customer during checkout.

Delivery may not be available to certain locations due to:

• courier service limitations;
• regulatory restrictions;
• natural disasters or adverse weather conditions;
• political disturbances;
• public emergencies;
• remote-area limitations;
• incomplete or inaccessible addresses; or
• other circumstances outside our reasonable control.

The availability of a country or region in the Website’s address selector does not, by itself, guarantee that shipping is available to that destination. Final shipping availability, charges and delivery estimates will be confirmed during checkout or communicated after the order is placed.

2. ORDER PROCESSING

Orders are generally processed after:

• successful receipt or authorisation of payment;
• confirmation of the order;
• verification of product availability;
• verification of the shipping address; and
• completion of any fraud-prevention or payment-verification checks.

Orders are ordinarily processed within 1 to 3 business days from the date of order confirmation.

Business days exclude:

• Sundays;
• public holidays;
• government-declared holidays; and
• any days on which our warehouse or logistics partners are not operational.

Orders placed after business hours, on Sundays or on public holidays may be processed on the next business day.

Processing time is separate from the estimated transit or delivery time.

During sales, promotional campaigns, product launches, festive periods or periods of unusually high order volumes, processing may require additional time.

3. ESTIMATED DELIVERY TIME

After dispatch, domestic orders are ordinarily delivered within approximately 3 to 7 business days, depending on:

• the delivery location;
• courier availability;
• serviceability of the postal code;
• weather conditions;
• local restrictions;
• public holidays;
• logistical disruptions; and
• other circumstances affecting the courier network.

Orders to remote or difficult-to-service locations may require additional delivery time.

Any delivery date or timeframe shown on the Website, during checkout, in an order confirmation or in a shipping notification is an estimate only and not a guaranteed delivery commitment.

We will make reasonable efforts to ensure timely delivery but cannot guarantee delivery by a specific date unless expressly confirmed by us in writing.

Customers should not place time-sensitive orders on the assumption that an estimated delivery date is guaranteed.

4. SHIPPING CHARGES

4.1 Free shipping

Kokebana currently offers free standard shipping on eligible orders with a cart value above ₹699, unless otherwise stated on the Website.

The eligibility threshold will ordinarily be calculated using the final value of eligible products after:

• discounts;
• coupon codes;
• promotional deductions;
• store credits; and
• other applicable adjustments.

Taxes, duties, gift cards, handling charges or other non-product charges may be excluded from the threshold calculation where indicated during checkout.

4.2 Orders below the free-shipping threshold

Shipping charges may apply to orders that do not satisfy the applicable free-shipping threshold.

The applicable shipping charge, if any, will be displayed during checkout before the customer completes payment.

4.3 Promotional shipping offers

We may periodically introduce, modify or withdraw:

• free-shipping promotions;
• location-specific shipping rates;
• product-specific shipping rates;
• express-delivery options; or
• minimum-order thresholds.

The terms displayed on the Website or at checkout at the time of purchase will apply to the relevant order.

5. ORDER CONFIRMATION

After an order is successfully placed, the customer may receive an order confirmation through one or more of the following channels:

• email;
• SMS;
• WhatsApp;
• customer-account notification; or
• another communication method provided during checkout.

An automated order confirmation acknowledges that we have received the order. It does not necessarily confirm that:

• the product is available;
• payment has been finally settled;
• the order has been accepted for fulfilment; or
• the order has been dispatched.

We reserve the right to cancel or decline an order in accordance with our Terms and Conditions and Returns & Cancellation Policy.

6. SHIPMENT CONFIRMATION AND TRACKING

Once an order is dispatched, the customer may receive:

• a shipment confirmation;
• courier-partner details;
• an airway bill or tracking number; and
• a tracking link.

Tracking information may take approximately 24 to 48 hours after dispatch to become active or reflect movement in the courier partner’s system.

Tracking updates are generated by the relevant courier partner. Temporary delays or gaps in tracking information do not necessarily mean that the shipment has been lost.

Customers may contact us if tracking information remains unavailable or unchanged for an unreasonable period.

7. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address at the time of placing the order.

The address should include, where applicable:

• recipient’s full name;
• house, apartment or building number;
• street or locality;
• city;
• state;
• postal identification number or postcode;
• country;
• nearby landmark; and
• an active telephone number.

Kokebana will not be responsible for delays, failed deliveries, losses or additional expenses resulting from:

• an incorrect address;
• an incomplete address;
• an incorrect postal code;
• an inactive or incorrect telephone number;
• the recipient’s unavailability;
• refusal to accept the shipment; or
• failure to provide information requested by the courier partner.

8. CHANGING THE DELIVERY ADDRESS

A request to change the delivery address must be submitted before the order is processed or dispatched.

Address-change requests may be sent to:

Email: info@kokebana.com
Telephone/WhatsApp: +91 9740736165

The request should include:

• the order number;
• customer’s registered name;
• registered email address or telephone number;
• existing delivery address; and
• requested new delivery address.

We will attempt to accommodate the request but cannot guarantee that an address can be changed after an order has been confirmed.

Once an order has been dispatched:

• the shipping address may not be changeable;
• the courier partner may independently refuse an address modification; or
• rerouting charges and additional delivery time may apply.

An address change will remain subject to serviceability at the new location.

9. DELIVERY ATTEMPTS

Our courier partner may make one or more reasonable attempts to deliver the shipment.

The courier partner may contact the recipient using the telephone number provided during checkout.

If delivery cannot be completed because:

• the recipient is unavailable;
• the premises are locked;
• the address is inaccessible;
• the recipient cannot be contacted;
• the recipient refuses delivery;
• identification or delivery information is not provided; or
• the address is incorrect or incomplete,

the shipment may be returned to Kokebana as a Return to Origin, commonly referred to as “RTO.”

The number and timing of delivery attempts are determined by the courier partner and may vary according to location and service conditions.

10. RETURN-TO-ORIGIN SHIPMENTS

If an order is returned to us because of an unsuccessful delivery, we may contact the customer to determine whether:

• the order should be reshipped;
• the customer would prefer cancellation, where permitted; or
• a refund should be considered in accordance with our applicable policies.

Reshipping may be subject to:

• payment of additional shipping charges;
• confirmation of the corrected address;
• product availability; and
• verification of the customer’s contact details.

For prepaid orders returned due to an incorrect address, recipient unavailability, refusal of delivery or another reason attributable to the customer, any refund may be adjusted for shipping, handling, payment-processing or return-to-origin costs to the extent permitted by law and disclosed to the customer.

If a cash-on-delivery order is repeatedly refused or remains undeliverable, we may restrict the availability of cash-on-delivery services for subsequent orders associated with the same customer, address, telephone number or account.

11. DELIVERY TO AN AUTHORISED PERSON

A shipment may be delivered to:

• the named recipient;
• a family member;
• an employee;
• building reception;
• security personnel;
• a neighbour;
• an office representative; or
• another person reasonably appearing to be authorised to receive the shipment at the delivery address.

Delivery to such a person may be treated as valid completion of delivery unless the customer has provided contrary instructions accepted by us or the courier partner before delivery.

Customers should ensure that any person receiving the parcel on their behalf is authorised to do so.

12. PROOF OF DELIVERY

The courier partner may obtain proof of delivery through:

• recipient signature;
• one-time password;
• photograph;
• digital confirmation;
• telephone confirmation;
• geolocation;
• name of the recipient; or
• another accepted delivery-verification method.

Customers should not disclose a delivery one-time password before physically receiving and checking the parcel.

A shipment marked as delivered in the courier system will ordinarily be treated as delivered unless the customer reports a genuine non-delivery issue promptly.

13. DELAYED SHIPMENTS

Delivery may be delayed because of circumstances including:

• adverse weather;
• floods, earthquakes or other natural disasters;
• strikes;
• public disturbances;
• transportation disruptions;
• government restrictions;
• local curfews;
• public-health emergencies;
• customs or regulatory checks;
• courier-network congestion;
• festive-season demand;
• inaccurate delivery information;
• remote-area serviceability;
• technical failures; or
• events beyond our reasonable control.

Where reasonably possible, we will assist the customer in obtaining an update from the courier partner.

A delay beyond the estimated delivery timeframe will not automatically entitle the customer to compensation, unless otherwise required under applicable law.

14. ORDERS CONTAINING MULTIPLE PRODUCTS

An order containing multiple products may be:

• packed together;
• divided into separate packages;
• dispatched from different fulfilment locations; or
• delivered on different dates.

The customer may receive separate tracking details for each package.

A partial delivery does not necessarily mean that the remaining products have been cancelled or omitted. Customers should review the shipment confirmation and tracking information before reporting a missing item.

15. OUT-OF-STOCK OR UNAVAILABLE PRODUCTS

Although we endeavour to maintain accurate inventory information, a product may become unavailable after an order is placed because of:

• inventory discrepancies;
• damage identified during quality checks;
• simultaneous orders;
• supplier constraints;
• technical errors; or
• other fulfilment issues.

In such circumstances, we may:

• contact the customer;
• offer an alternative, subject to the customer’s consent;
• partially fulfil the order;
• cancel the unavailable item; or
• cancel the entire order.

Any payment collected for a cancelled or unavailable item will be refunded to the original payment method in accordance with our refund procedures.

16. DAMAGED, TAMPERED OR INCORRECT SHIPMENTS

Customers should inspect the outer packaging before accepting delivery.

Where the parcel appears visibly:

• damaged;
• torn;
• opened;
• leaking;
• crushed; or
• tampered with,

the customer should, where practicable:

• refuse delivery;
• inform the courier representative;
• photograph or record the condition of the package; and
• contact Kokebana promptly.

If a delivered product is damaged, defective, leaking, incorrect or missing, the customer should contact us at info@kokebana.com and provide:

• the order number;
• description of the issue;
• clear photographs of the outer package;
• clear photographs of the shipping label;
• photographs of the affected product;
• photographs of all products received; and
• an unedited parcel-opening video, where reasonably available.

The complaint should be raised as soon as reasonably possible after delivery so that we can investigate the matter with the courier and fulfilment partners.

Resolution may include a replacement, refund or another appropriate remedy, subject to verification and our Returns & Cancellation Policy.

17. OPEN-BOX DELIVERY

Unless expressly stated during checkout or by the courier partner, Kokebana does not offer open-box delivery.

Customers should not open or use the product before completing any delivery-verification procedure required by the courier partner.

A courier representative is not authorised to determine refund, return or replacement eligibility on behalf of Kokebana.

18. LOST SHIPMENTS

A shipment may be treated as potentially lost where:

• tracking has not shown movement for an unreasonable period;
• the courier partner confirms that the parcel cannot be located;
• delivery remains incomplete substantially beyond the estimated period; or
• the shipment is marked delivered but was not received by the customer.

Customers should promptly report such issues to info@kokebana.com with the relevant order and tracking details.

We may first raise an investigation with the courier partner. The investigation period will depend on the courier partner and the circumstances of the shipment.

Where a shipment is verified as lost, we may provide:

• a replacement, subject to product availability; or
• a refund to the original payment method.

No replacement or refund will be processed solely on the basis of an allegation of non-delivery where available evidence reasonably establishes valid delivery.

19. CANCELLATION BEFORE DISPATCH

A customer may request cancellation of an order before it has been shipped.

Cancellation requests must be submitted as soon as possible to:

Email: info@kokebana.com
Telephone/WhatsApp: +91 9740736165

The request should include the order number and the customer’s registered contact details.

If the order has not been processed for dispatch, we may cancel it and issue an applicable refund.

A cancellation request is not deemed accepted until Kokebana confirms the cancellation.

20. CANCELLATION AFTER DISPATCH

Once an order has been shipped, it cannot ordinarily be cancelled.

Where applicable, the customer may request a return after delivery in accordance with Kokebana’s Returns & Cancellation Policy.

Refusing a dispatched prepaid order does not automatically amount to an accepted cancellation. Return-to-origin charges or other reasonable shipping expenses may apply where permitted by law.

21. RETURNS AND RETURN SHIPPING

Returns, refunds, replacements and exchanges are governed by Kokebana’s separate Returns & Cancellation Policy.

Unless the return results from:

• an incorrect product supplied by us;
• a verified damaged product;
• a verified defective product; or
• another error attributable to Kokebana,

the customer may be responsible for return-shipping costs.

Original shipping charges and return-shipping costs may be non-refundable, subject to applicable law and the Returns & Cancellation Policy.

Customers should not send a product back without first contacting Kokebana and receiving return instructions.

22. INTERNATIONAL SHIPPING

International shipping, where offered, will be subject to:

• destination serviceability;
• product-specific restrictions;
• applicable shipping charges;
• customs requirements;
• import regulations;
• duties and taxes;
• courier limitations; and
• payment availability.

Unless expressly stated otherwise during checkout, the recipient will be responsible for any:

• customs duties;
• import taxes;
• brokerage fees;
• clearance charges;
• local levies; or
• government-imposed charges.

These charges are not controlled by Kokebana and may not be included in the product price or shipping charge.

International delivery may be delayed by customs inspections or regulatory procedures. Kokebana cannot guarantee customs-clearance time.

If international shipping is not made available at checkout for a destination, an order cannot be shipped to that destination through the Website.

23. RESTRICTIONS ON SHIPPING CERTAIN PRODUCTS

Certain products may be subject to shipping restrictions because of:

• their ingredients;
• size or weight;
• liquid content;
• packaging requirements;
• destination regulations;
• courier restrictions; or
• import or export controls.

We may cancel or modify an order where shipment of a product to the selected destination is prohibited or impracticable.

The customer will be informed and any applicable payment for the cancelled product will be refunded.

24. CASH-ON-DELIVERY ORDERS

Where cash on delivery is made available:

• eligibility may depend on the delivery location and order value;
• an additional cash-on-delivery charge may apply;
• order verification may be required through telephone, SMS, WhatsApp or one-time password;
• certain products or promotional orders may be ineligible; and
• Kokebana may disable cash on delivery for selected customers, locations or orders based on fraud-prevention or operational considerations.

Customers should keep the payable amount ready and follow the payment methods accepted by the courier representative.

The availability of cash on delivery will be displayed during checkout.

25. OWNERSHIP AND RISK

Risk in the products passes to the customer upon successful delivery to:

• the customer;
• the named recipient;
• an authorised person at the delivery address; or
• another location or person expressly designated by the customer.

Nothing in this section limits any statutory consumer rights available under applicable law.

26. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

• providing accurate delivery information;
• keeping their telephone number active;
• monitoring shipment notifications;
• responding to reasonable courier communications;
• ensuring that an authorised person is available to receive the parcel;
• inspecting the package upon delivery;
• preserving the packaging and shipping label when reporting a problem;
• raising delivery complaints promptly; and
• not sharing delivery one-time passwords before receiving the parcel.

27. FRAUD PREVENTION

We may verify, hold or cancel orders where we reasonably suspect:

• fraudulent payment;
• identity misuse;
• unauthorised card use;
• repeated refusal of delivery;
• abuse of promotions;
• suspicious order patterns;
• inaccurate customer information; or
• misuse of our return or refund process.

We may request additional information reasonably necessary to verify an order.

Any verification will be undertaken in accordance with applicable law and our Privacy Policy.

28. FORCE MAJEURE

Kokebana will not be responsible for delay or failure in shipment or delivery caused by circumstances beyond its reasonable control, including:

• natural disasters;
• war;
• terrorism;
• riots;
• civil unrest;
• epidemics or pandemics;
• government action;
• internet or telecommunications failure;
• labour disputes;
• transportation interruption;
• courier failure;
• fire;
• flood;
• severe weather; or
• failure of essential suppliers.

We will make reasonable efforts to minimise disruption and fulfil affected orders when normal operations resume.

29. CHANGES TO THIS POLICY

We may amend this Shipping and Delivery Policy from time to time to reflect:

• changes in our shipping arrangements;
• changes in courier-partner terms;
• changes in pricing;
• operational requirements;
• legal or regulatory requirements; or
• changes to our Website or business.

The revised policy will be published on the Website with an updated “Last Updated” date.

The policy in effect at the time an order is placed will ordinarily govern that order, unless a subsequent change is legally required or more favourable to the customer.

30. CUSTOMER SUPPORT

For shipping, tracking or delivery-related assistance, please contact:

Kokebana Private Limited
Sobha Dream Acres, Panathur Main Road,
Off Outer Ring Road, Balagere,
Bengaluru, Karnataka – 560087, India

Email: info@kokebana.com
Telephone/WhatsApp: +91 9740736165
Website: https://kokebana.in/

Please include the following information when contacting us:

• order number;
• registered customer name;
• registered email address or telephone number;
• tracking number, where available; and
• a brief description of the issue.

31. GOVERNING LAW

This Shipping and Delivery Policy is governed by the laws of India.

Nothing in this Policy excludes or limits any mandatory rights or remedies available to a consumer under applicable consumer-protection law.

Any dispute will be subject to the jurisdiction of the competent courts and consumer authorities in Bengaluru, Karnataka, without restricting any statutory right of a consumer to approach another competent forum.